Customer service

Our company vision is ‘to provide independent, expert employee healthcare advice to ensure our clients stay fit for business’, which can only be achieved through providing excellent service to our clients. We aim to make our clients’ lives easier in several ways:

  1. All clients are allocated a dedicated co-ordinator, who works alongside their account manager and specialist teams to ensure queries are quickly resolved.
  2. Our membership administration team deal quickly and efficiently with all membership changes, so clients don’t have to.
  3. We provide expertise to help clients/members with queries, liaising with insurers to resolve disputes and improve outcomes. All client-facing staff work towards appropriate CII qualifications.
  4. Clients benefit from in-house medical expertise. Nurses and physicians provide additional support to clients/members – whether they are challenging complex claims or issues such as long term absence.

We ensure our people have the skills and time to deliver high standards of customer service:

  • Managers are encouraged to spend at least 50% of time mentoring/coaching, ensuring excellent service is delivered
  • Clear objectives, targets and measures are set, so everyone understands how they contribute to team/overall success
  • Training programmes encourage people to be the best they can – with particular emphasis on CII and medical qualifications 
  • Training is pivotal – improving product knowledge, market awareness and team flexibility
  • A ‘buddy system’ ensures continuity of support for the client
  • Monthly 1:1s give everyone an opportunity to review work, discuss concerns, priorities and achievements
  • Monthly ‘Excellence Awards’ recognise people who go above and beyond in supporting  colleagues/clients
  • Monthly MD’s update keeps everyone informed and shares examples where we have improved outcomes for the client/member
  • Achieved Gold in Investors in People (2015) – one of only 10 insurance-related organisations to achieve this

Improved processes:

  • Automation of routine processes enable a faster, more efficient service.  E.g. Insurers are automatically notified of membership changes, creating a faster response time 

Adding value:

  • Many improvements mean we spend more time engaging with clients, rather than just processing data. We proactively call clients, rather than waiting for them to call with an issue
  • Marketing initiatives update and inform clients – rather than ‘sell’. E.g. Market research, HR advice, seminar programme
  • Our ‘case study’ data bank holds over 100 examples of ‘best practice’ where we have added value to improve outcomes for the client/member
  • ‘Service Charter’ launched (2015) ensures all clients receive a consistent service

Demonstrating client satisfaction

Anyone can say that they provide a great customer service, so how do we know? We report and share the following:

  • Client retention rates – 94%
  • Telephone response – <10s
  • Turnaround times – 95% within 3 working days
  • Praise and positive feedback

Investor in Customers, reviewed our services and researched our clients (December 2013). We achieved a 3 star rating, scoring 8.36 – the highest score ever achieved by an intermediary.

Launched ‘Client First’ (2014) – to encourage clients to provide honest and regular feedback. Client First is conducted by directors/senior managers, and is an integral and important part of our client care and retention programme. Clients are given the opportunity to discuss the experiences they have had with PMIHG. The interviewer is independent of the usual client relationship, and is responsible to ensure that feedback is shared and actions arising are managed quickly. Our current average score (of 10) is 8.8.

We'll leave the last word to our clients – read testimonials.